Recent research by Metrigy highlights a significant gap between IT and customer experience leaders’ perceptions of service quality and actual consumer opinions. While over 91% of IT and CX leaders believe their companies provide excellent customer service, only 14.7% of consumers agree. This disparity raises concerns about the effectiveness of customer experience initiatives. Consumers prioritize human interactions over technology, with nearly 80% stating that the people they deal with are more important than the tools used. Looking ahead, consumers show mixed feelings about AI’s role in customer service, but nearly half anticipate positive impacts within two years. Ultimately, for real improvements, businesses must focus on both hiring capable staff and leveraging technology effectively.
Ask any IT or customer experience (CX) leader about how their company is doing in providing top-notch customer service, and you’ll likely get a proud response. They may feel confident in their customer service achievements. However, a different story unfolds when you hear from the consumers themselves.
Recent research by Metrigy has highlighted this discrepancy. In their study, “Customer Experience Optimization: 2024-25”, a staggering 91.3% of IT and CX leaders believe their companies offer excellent customer service. This confidence stems from the belief that nearly every interaction (37.3%) or at least some interactions (54.0%) are handled well. Yet, when it comes to consumer feedback, only 14.7% of customers agree, with many rating their experiences lower—40.6% say “good” and 36.3% rate it as “fair.”
The gap widens concerning perceived improvements in customer service. While 78.2% of CX leaders claim enhancements over the past year, only 31.5% of consumers share this sentiment. The remaining consumers either see no change or feel that service has actually become worse.
This disjointed perception poses challenges for companies investing in technology to boost customer experiences. A mere belief in success—held by 63.1% of companies undertaking CX initiatives—is not enough. Real success can only be gauged by clear metrics and proper evaluations before and after any changes.
Interestingly, despite less than a third of consumers noticing overall improvements, over half (57.2%) acknowledge that technology has positively impacted their interactions. However, people matter more than technology. Nearly 80% of consumers emphasize the importance of human interaction over the tools used in customer service.
Age also plays a role in these perceptions. Younger consumers (ages 18-24) are split on whether people or technology matter more for positive experiences. In contrast, older individuals increasingly favor human interaction as the key driver of great service.
Notably, when consumers were asked for their recommendations to enhance service, a significant 60% suggested hiring more knowledgeable staff. Additionally, 38.8% advocated for friendlier employees. Reducing wait times also ranked high on the list.
Looking ahead, the influence of artificial intelligence (AI) in customer service is undeniable. While there is still some skepticism—29.7% of consumers do not trust AI—more than half express at least some level of confidence in it. In fact, nearly half (48.8%) expect AI will positively shape customer service in the next two years.
In summary, businesses striving for excellence in customer experience must align their perceptions with that of their customers. By focusing on hiring skilled, friendly staff and leveraging technology thoughtfully, companies can improve their customer service reputations.
Tags: Customer Experience, IT Leaders, Technology in CX, Metrigy Study, Consumer Feedback
FAQ: Understanding Consumer Experience Disconnects
What does “consumer disconnect” mean?
A consumer disconnect happens when there’s a gap between what customers expect and what they actually experience. This can be due to poor service, unclear communication, or products that don’t meet their needs.
Why do businesses struggle with customer experience?
Many businesses struggle with customer experience because they may not listen to customer feedback. Additionally, they might lack training for staff or have outdated technology that doesn’t support customer needs.
How can companies improve customer experience?
Companies can improve by actively listening to customers, offering clear communication, and personalizing their services. Training staff and using updated technology can also help make experiences better.
What role does technology play in consumer experience?
Technology plays a big role in consumer experience. Tools like chatbots, apps, and websites can help customers find what they need quickly. However, if these tools are hard to use or don’t work well, they can create more disconnects.
How important is customer feedback?
Customer feedback is very important. It helps businesses understand what works and what doesn’t. When companies ask for and act on feedback, they can create a better experience and build stronger relationships with their customers.
